Customer Service Specialist (Bilingual)

What We Do:

Uptake is a Chicago-based predictive analytics SaaS platform provider that empowers major industry leaders to optimize performance, reduce asset failures and enhance safety. At Uptake, we combine our strengths—machine learning, analytics, data visualization and software development—with the expertise of our industrial partners. The result is enormous savings in development time and resources for Uptake’s partners and a proven industrial grade software platform that delivers value to partners and their end customers.

What You'll Do:

As a Customer Service Specialist, you’ll provide the first line of support for our existing and potential clients. You’ll create, maintain and resolve support tickets, maintain records of all support activities, and respond to clients within the identified service level agreements time frames.

There are two open positions- one fluent in English, the other must be fluent in Spanish.

Responsibilities:

• Follow Uptake policies and procedures for creating, scrubbing, updating, escalating,transitioning and closing tickets.


• Attention to detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data


• Monitor assigned open tickets, contact customers, and update tickets on a timely basis


• Provide responsive support to clients, either during normal business hours or after normal business hours (when scheduled)


• Work early/late shifts or be on-call when requiredApplication Specialist staff


• Complete all daily tasks and projects, on-time and with attention to detail


• Provide excellent customer service using the communication methods designated by Uptake


• Meet identified goals and metrics

Qualifications:

• Fluency in written and spoken Spanish in a professional environment 


• Direct experience supporting clients as a primary contact or lead using phone and/or email


• Experience troubleshooting complex issues


• Professional and clear written and verbal communication skills


• Ability to manage multiple tasks and projects


• Ability to travel at least 10 percent of the time


• Demonstrate initiative, a willingness to learn new skills and the capacity to take on increasingly challenging projects


• Customer support experience is a must